Shipping, Refunds & Returns Policy

SHIPPING & RETURNS POLICY

Website: https://labuschagnemed.co.za
Business: Labuschagne Med
Last Updated: 22 August 2026

1. INTRODUCTION

This Shipping & Returns Policy governs the ordering, delivery, cancellation, return, exchange and refund of products purchased through the Labuschagne Med website.

Labuschagne Med (“Labuschagne Med”, “we”, “us” or “our”) is committed to providing customers with high-quality medical equipment, Personal Protective Equipment (PPE), protective gear and related products.

We aim to ensure that every order is processed accurately, securely and delivered within the applicable delivery timeframe.

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived under applicable South African law.

Where a provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail.

2. ORDER CONFIRMATION

When you place an order through our website, you will receive an electronic order confirmation containing relevant transaction details.

An order confirmation acknowledges receipt of your order but does not necessarily constitute confirmation that every product is immediately available for dispatch.

We reserve the right to contact you where:

  • A product is unavailable;
  • There is an apparent pricing or listing error;
  • Additional information is required to process the order;
  • Payment cannot be verified;
  • Delivery information is incomplete or incorrect; or
  • There is another legitimate reason preventing us from fulfilling the order.

Where we are unable to fulfil an accepted order because the product is unavailable, we will notify you and process any applicable refund in accordance with applicable law.

3. ORDER PROCESSING

Orders are normally processed after successful payment confirmation.

Our normal processing period is:

1–3 business days

This is an estimated processing period and does not necessarily include the delivery period.

Certain products may require additional processing time because of:

  • Stock availability;
  • Supplier lead times;
  • Product configuration;
  • Regulatory or compliance requirements;
  • Importation;
  • Special orders;
  • Bulk orders; or
  • Other circumstances outside our immediate control.

Where a material delay is anticipated, we will endeavour to notify the customer.

4. DELIVERY WITHIN SOUTH AFRICA

We deliver to addresses within South Africa through recognised courier and/or logistics providers.

Available delivery options, costs and estimated delivery times may be displayed during checkout.

Delivery times may vary according to:

  • Delivery destination;
  • Courier availability;
  • Product availability;
  • Order size and weight;
  • Public holidays;
  • Weather conditions;
  • Road conditions;
  • Remote-area delivery requirements;
  • Peak trading periods; and
  • Circumstances beyond our reasonable control.

Unless otherwise expressly agreed, delivery timeframes are estimates and not guaranteed delivery dates.

Where the law requires a specific delivery timeframe or remedy for failure to deliver, the customer’s statutory rights will apply.

5. DELIVERY COSTS

Applicable delivery charges will be displayed during checkout or otherwise communicated to the customer before the order is finalised.

Delivery charges may vary according to:

  • Destination;
  • Package size;
  • Package weight;
  • Delivery method;
  • Insurance requirements;
  • Remote-area surcharges; and
  • International shipping requirements.

Unless expressly stated otherwise, delivery charges are separate from the product price.

6. INTERNATIONAL SHIPPING

Labuschagne Med may accept orders from customers outside South Africa where international delivery is available for the relevant product and destination.

International orders may be subject to:

  • International courier charges;
  • Customs duties;
  • Import taxes;
  • VAT or equivalent foreign taxes;
  • Customs clearance fees;
  • Brokerage charges;
  • Import permits;
  • Regulatory requirements; and
  • Other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, customs duties, import taxes and destination-country charges are the responsibility of the customer.

The customer is responsible for ensuring that products ordered are legally permitted to be imported into the destination country.

Certain medical equipment, PPE, protective products or regulated items may be subject to restrictions in particular jurisdictions.

Labuschagne Med does not guarantee that a product legally available for sale in South Africa may be imported, registered, distributed or used in every foreign jurisdiction.

International delivery may therefore be refused or cancelled where we reasonably determine that fulfilment would breach applicable law or create an unacceptable regulatory or logistical risk.

7. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address.

This should include, where applicable:

  • Full name;
  • Company/organisation name;
  • Street address;
  • Building/unit number;
  • Suburb;
  • City/town;
  • Province;
  • Postal code;
  • Country;
  • Contact telephone number; and
  • Any access or delivery instructions reasonably required.

Labuschagne Med will not be responsible for delays, additional charges or failed delivery resulting from incorrect, incomplete or inaccurate information supplied by the customer.

Where a parcel is returned to us because the customer supplied an incorrect or incomplete address, additional delivery charges may apply before the parcel is re-dispatched.

8. RISK DURING DELIVERY

For South African consumer transactions, goods remain at the supplier’s risk until the consumer accepts delivery, subject to applicable law.

Customers should inspect packages as soon as reasonably possible after delivery.

Where packaging appears visibly damaged, customers should, where practicable:

  1. Photograph the package before opening it;
  2. Photograph any visible damage;
  3. Note the damage with the courier where possible; and
  4. Contact Labuschagne Med as soon as reasonably possible.

Failure to report visible damage immediately does not automatically extinguish a customer’s statutory rights.

9. DAMAGED GOODS

If products are damaged during delivery, please notify us as soon as reasonably possible.

Please provide:

  • Order number;
  • Customer name;
  • Contact details;
  • Description of the damage;
  • Photographs of the external packaging;
  • Photographs of the damaged product; and
  • Any relevant courier documentation.

We will investigate the matter and, where appropriate, arrange for repair, replacement, collection or refund in accordance with applicable law and the circumstances of the transaction.

10. INCORRECT PRODUCT RECEIVED

If you receive a product that differs from what you ordered, please notify us as soon as reasonably possible.

We may request photographs and other information to verify the error.

Where Labuschagne Med supplied the incorrect product, we will arrange an appropriate remedy, which may include:

  • Collection of the incorrect product;
  • Replacement with the correct product; or
  • Refund of the applicable purchase price.

Where the incorrect product was supplied due to our error, we will not require the customer to bear costs that are properly our responsibility.

11. MISSING ITEMS

If an order is delivered with an item missing, notify us promptly with your order number and details of the missing item.

We will investigate the order against our dispatch and courier records.

Where an item was omitted from the order, we will arrange the appropriate remedy.

12. CHANGE-OF-MIND RETURNS

Subject to the statutory rights described below, customers may have a right to cancel qualifying electronic transactions without providing a reason within the applicable cooling-off period.

Under section 44 of the Electronic Communications and Transactions Act 25 of 2002, a consumer is generally entitled to cancel a qualifying transaction for the supply of goods without reason or penalty within seven days after receipt of the goods, subject to the statutory provisions and exceptions that may apply. The consumer may be responsible for the direct cost of returning the goods.

Where a valid cooling-off cancellation applies:

  • The customer must notify us in the required manner;
  • The goods must be returned in accordance with the applicable legal requirements;
  • The direct cost of returning the goods may be payable by the customer where permitted by law; and
  • Any refund will be processed in accordance with the applicable statutory requirements.

Certain products may be excluded from a cooling-off right or may be subject to statutory exceptions depending on their nature and the circumstances of the transaction.

13. HYGIENE-SENSITIVE AND MEDICAL PRODUCTS

For legitimate health, hygiene, safety and regulatory reasons, certain products may not be suitable for return once opened, used, unsealed, contaminated or otherwise rendered unsuitable for resale.

Examples may include, depending on the specific product:

  • Certain medical consumables;
  • Disposable medical products;
  • Opened PPE;
  • Respiratory protection;
  • Masks and respirators;
  • Gloves;
  • Personal-use protective equipment;
  • Sterile products;
  • Products supplied in sealed packaging;
  • Products requiring hygienic or contamination controls; and
  • Products specifically configured or ordered for a customer.

However, this provision does not exclude or limit any statutory right relating to defective, unsafe, incorrectly supplied or otherwise non-compliant goods.

Where a customer believes that a hygiene-sensitive or medical product is defective, unsafe, incorrect or otherwise subject to a statutory remedy, the customer should contact us before disposing of or returning the product.

14. DEFECTIVE, UNSAFE OR NON-COMPLIANT GOODS

Labuschagne Med recognises customers’ statutory rights concerning defective, unsafe or non-compliant goods.

Under section 56 of the Consumer Protection Act, qualifying goods carry an implied warranty of quality. Within six months after delivery, a consumer may, subject to the requirements of the Act, return qualifying goods without penalty and at the supplier’s risk and expense where the goods fail to satisfy the applicable requirements and standards. The statutory remedies can include repair, replacement or refund, depending on the circumstances and the consumer’s election.

This statutory protection is additional to any manufacturer’s warranty or other applicable warranty.

Customers should contact us promptly if a product appears:

  • Defective;
  • Unsafe;
  • Not reasonably suitable for its intended purpose;
  • Not of acceptable quality;
  • Significantly different from the description;
  • Damaged;
  • Incorrectly supplied; or
  • Otherwise non-compliant with applicable requirements.

We may request reasonable information to establish the nature of the problem.

15. MANUFACTURER WARRANTIES

Some products may carry a manufacturer’s warranty in addition to statutory consumer protections.

Where applicable, warranty claims may be subject to the manufacturer’s terms and conditions.

A manufacturer’s warranty does not replace or reduce any mandatory rights the customer has under applicable South African law.

Customers should retain:

  • Proof of purchase;
  • Order confirmation;
  • Invoice;
  • Product serial number, where applicable; and
  • Warranty documentation.

16. PRODUCTS DAMAGED THROUGH MISUSE

A return or warranty claim may be affected where a product has been:

  • Misused;
  • Deliberately damaged;
  • Altered without authorisation;
  • Installed incorrectly contrary to supplied instructions;
  • Used contrary to its intended purpose;
  • Subjected to abnormal conditions;
  • Neglected;
  • Contaminated after delivery; or
  • Damaged through failure to follow reasonable product instructions.

This does not affect any statutory rights that cannot lawfully be excluded.

17. SPECIAL ORDERS AND CUSTOMISED PRODUCTS

Certain products may be specially ordered, configured, personalised or procured specifically for a customer.

Examples may include:

  • Customised equipment;
  • Special configurations;
  • Non-standard quantities;
  • Specially sourced products;
  • Products imported specifically for a customer; or
  • Products manufactured or modified according to customer specifications.

Such products may be subject to special cancellation and return conditions communicated to the customer before the order is finalised.

Nothing in this section limits statutory rights that cannot lawfully be excluded.

18. BULK AND BUSINESS-TO-BUSINESS ORDERS

Large institutional, corporate, healthcare, government or business orders may be subject to individually agreed quotations, supply agreements and delivery terms.

Where a written quotation or supply agreement contains specific delivery, cancellation, return or warranty terms, those terms will apply to the extent permitted by law.

Customers should carefully review quotations and supply agreements before acceptance.

19. HOW TO REQUEST A RETURN

To initiate a return or report a problem, contact Labuschagne Med through the contact details published on our website.

Please provide:

  • Full name;
  • Order number;
  • Product name;
  • Date of purchase;
  • Date of delivery;
  • Reason for the return;
  • Photographs where relevant;
  • Description of the defect or issue; and
  • Any other information reasonably required to assess the request.

Do not return goods without first obtaining return instructions unless applicable law requires otherwise.

20. RETURN AUTHORISATION

Where a return is approved, we will provide appropriate return instructions.

A return authorisation does not necessarily mean that a refund has been approved.

Returned goods may need to be inspected to establish:

  • Whether the correct product was returned;
  • Whether the product is defective;
  • Whether damage occurred before or after delivery;
  • Whether the product was used;
  • Whether packaging has been opened;
  • Whether hygiene or contamination concerns exist; and
  • What remedy is applicable.

Nothing in this inspection process limits a customer’s statutory rights.

21. RETURN CONDITION

Where a return is permitted due to a change of mind and where the law allows conditions concerning the return, the product should, where reasonably possible:

  • Be unused;
  • Be undamaged;
  • Include original accessories;
  • Include manuals and documentation;
  • Remain in its original packaging; and
  • Be suitable for resale.

These conditions do not apply in a manner that unlawfully limits statutory rights relating to defective, unsafe, incorrectly supplied or non-compliant goods.

22. RETURN SHIPPING COSTS

Responsibility for return shipping costs depends on the reason for the return and applicable law.

Generally:

Change-of-mind / qualifying cooling-off return:
The customer may be responsible for the direct cost of returning the goods where permitted by law.

Incorrect product supplied by Labuschagne Med:
Labuschagne Med will arrange or bear the appropriate return costs.

Damaged goods attributable to delivery or supply:
Labuschagne Med will assess and arrange the appropriate remedy in accordance with applicable law.

Defective or unsafe goods covered by statutory warranty rights:
The return will be handled in accordance with the applicable statutory requirements, including the provisions concerning supplier responsibility for return costs.

23. REFUNDS

Where a refund is approved or legally required, refunds will generally be made using the original payment method where reasonably practicable.

The timing of the refund may depend on:

  • The nature of the return;
  • Payment method;
  • Banking/payment-provider processing times;
  • Whether the product has first been returned and inspected;
  • Applicable statutory requirements; and
  • Whether additional information is required to process the refund.

Where a statutory refund timeframe applies, we will comply with that timeframe.

Under section 44 of ECTA, where a qualifying cooling-off cancellation applies and payment has already been made, the consumer is entitled to a refund subject to the Act, with the statutory provision specifying a refund within 30 days of cancellation.

24. EXCHANGE OF PRODUCTS

Where appropriate, we may offer an exchange instead of a refund.

An exchange may be subject to:

  • Product availability;
  • Product condition;
  • Price differences;
  • Delivery arrangements; and
  • Applicable statutory rights.

Where the law gives the customer the right to choose a particular remedy, that right will be respected.

25. ORDER CANCELLATION BEFORE DISPATCH

Customers wishing to cancel an order before dispatch should contact us as soon as possible.

Where the order has not yet been dispatched, we will endeavour to stop fulfilment where reasonably practicable.

If an order has already been dispatched, the cancellation may need to be processed as a return in accordance with this policy and applicable law.

26. FAILED DELIVERY

If a courier attempts delivery but cannot complete delivery because the recipient is unavailable or the address/instructions supplied by the customer are incorrect or incomplete, the courier may attempt redelivery or return the parcel to us.

Additional delivery charges may apply where the failed delivery resulted from incorrect information or circumstances attributable to the customer, to the extent permitted by law.

27. DELIVERY DELAYS

Although we work with recognised logistics providers to facilitate timely delivery, delays can occur.

Potential causes include:

  • Courier delays;
  • Severe weather;
  • Natural disasters;
  • Strikes;
  • Road closures;
  • Public holidays;
  • Customs delays;
  • Border restrictions;
  • Regulatory restrictions;
  • Product shortages;
  • Supplier delays;
  • Incorrect customer information; or
  • Other circumstances beyond our reasonable control.

Where a delay becomes material, we will endeavour to communicate with the affected customer.

Where applicable law gives the customer a right to cancel because of an unreasonable or legally significant delivery delay, that right will apply.

ECTA section 46 provides that a supplier must execute an order within 30 days unless otherwise agreed, and provides statutory remedies where the supplier fails to do so or cannot perform because the goods are unavailable.

28. PROOF OF DELIVERY

Courier or logistics records may be used as evidence of delivery.

Where appropriate, proof of delivery may include:

  • Recipient name;
  • Signature;
  • Delivery confirmation;
  • Tracking information;
  • Electronic delivery confirmation; or
  • Other courier records.

Proof of delivery does not prevent a customer from raising a legitimate claim concerning defective, damaged, incorrect or incomplete goods.

29. FRAUDULENT OR ABUSIVE RETURNS

Labuschagne Med reserves the right to investigate suspected fraudulent or abusive return activity.

Examples may include:

  • False claims of non-delivery;
  • Deliberate damage;
  • Returning a different product;
  • Repeated fraudulent claims;
  • Payment fraud;
  • Manipulation of refunds;
  • Returning used goods while claiming they were unused; or
  • Other dishonest conduct.

Where appropriate and lawful, we may suspend or refuse further transactions and refer suspected fraudulent activity to the appropriate authorities or service providers.

Nothing in this section limits legitimate consumer rights.

30. PRODUCTS SUBJECT TO REGULATORY REQUIREMENTS

Certain medical equipment, PPE, protective equipment or related products may be subject to regulatory, safety, certification, registration, prescription, import or usage requirements.

Customers are responsible for using products only for their intended purpose and in accordance with applicable instructions, warnings and regulatory requirements.

Labuschagne Med does not provide medical advice merely by supplying a product.

Where a product requires professional installation, fitting, training, calibration or other professional intervention, customers should obtain the appropriate professional assistance.

31. INTERNATIONAL RETURNS

International returns may involve additional logistical, customs and regulatory requirements.

Before returning an international order, customers must obtain return instructions from Labuschagne Med.

Customers may be responsible for customs documentation or charges associated with an international return where applicable, except where such costs are properly the responsibility of Labuschagne Med under applicable law.

International customers remain responsible for complying with the laws of their destination country.

32. LIMITATION OF LIABILITY

Nothing in this policy excludes, restricts or limits any liability or consumer right that cannot lawfully be excluded or limited under applicable law.

Subject to mandatory legal rights, Labuschagne Med will not be responsible for losses arising solely from:

  • Incorrect information supplied by the customer;
  • Unauthorised use of a product;
  • Failure to follow product instructions;
  • Delays caused by circumstances beyond our reasonable control; or
  • Acts or omissions of independent third-party logistics providers beyond our reasonable control.

Any limitation of liability contained in this policy is subject to applicable consumer-protection legislation.

33. FORCE MAJEURE

Labuschagne Med will not be responsible for delay or inability to perform caused by circumstances beyond our reasonable control, including:

  • Natural disasters;
  • Fire;
  • Flood;
  • War;
  • Civil unrest;
  • Epidemics or pandemics;
  • Government restrictions;
  • Customs restrictions;
  • Strikes;
  • Power or telecommunications failures;
  • Cybersecurity incidents;
  • Supplier failures;
  • Transportation disruptions; or
  • Other extraordinary circumstances beyond our reasonable control.

Where possible, we will take reasonable steps to mitigate the impact and inform affected customers.

This clause does not remove any mandatory statutory rights available to consumers.

34. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

  • Providing accurate delivery information;
  • Reviewing their order before payment;
  • Ensuring that selected products are appropriate for their intended use;
  • Following product instructions and warnings;
  • Providing appropriate access for delivery;
  • Inspecting goods upon delivery;
  • Reporting problems promptly; and
  • Retaining proof of purchase.

35. STATUTORY CONSUMER RIGHTS

This policy must be read together with applicable South African consumer-protection legislation.

Nothing in this policy is intended to deprive a consumer of rights provided by mandatory provisions of the:

  • Consumer Protection Act 68 of 2008;
  • Electronic Communications and Transactions Act 25 of 2002;
  • Applicable regulations; or
  • Other applicable legislation.

The CPA recognises a consumer’s right to receive goods that are reasonably suitable for their intended purpose, of good quality and free of defects, subject to the statutory provisions and exceptions.

The statutory six-month implied warranty under section 56 may entitle a consumer to return qualifying defective or unsafe goods and elect an applicable remedy such as repair, replacement or refund.

The ECTA also provides a seven-day cooling-off right for qualifying electronic transactions involving goods, subject to the Act and applicable exceptions.

36. COMPLAINTS AND DISPUTE RESOLUTION

Customers are encouraged to contact Labuschagne Med first so that we can investigate and attempt to resolve any complaint efficiently.

A complaint should include:

  • Customer name;
  • Order number;
  • Contact information;
  • Description of the complaint;
  • Relevant dates;
  • Supporting documentation; and
  • The resolution requested.

We will endeavour to investigate complaints and provide a response within a reasonable period.

Nothing in this section prevents a consumer from exercising rights available under applicable law or approaching an appropriate regulatory or dispute-resolution body.

37. POLICY CHANGES

We may update this Shipping & Returns Policy from time to time to reflect:

  • Changes in legislation;
  • Changes to our business;
  • Changes to our logistics arrangements;
  • Changes to payment or delivery systems;
  • Changes to products or services; or
  • Changes to our return procedures.

The latest version will be published on our website.

38. CONTACT INFORMATION

For shipping, returns, exchanges, cancellations, damaged products, defective products or refund enquiries, please contact Labuschagne Med using the official contact details published on: https://labuschagnemed.co.za/shipping-refunds-returns-policy/

Please include your order number in all order-related correspondence.

39. FINAL PROVISION

By placing an order through the Labuschagne Med website, the customer acknowledges that they have had an opportunity to review this Shipping & Returns Policy.

This policy forms part of the information governing transactions conducted through the website, subject always to the customer’s statutory rights.

Labuschagne Med reserves the right to update this policy where reasonably necessary, provided that no amendment will unlawfully deprive a consumer of rights that cannot legally be excluded.

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